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E12 S1 Exam Review
E12 S1 Exam Review
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#businesswriting #guffey #essentialsofbusinesscommunication Chapters 2-8
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1
To inform employees of a new required overtime policy, you should
Deliver the news on Friday right before closing time
Avoid telling until the day before the required overtime
Tell a few and let them tell everyone else
Prepare and revise the news before delivering
2
What is the best advice for using digital media on the job?
Use slang and abbreviations to increase writing efficiency
Separate business contacts from family and friends
Check your phone hourly, even at night.
Engage in lots of chitchat to demonstrate personality.
3
Which of the following is the term for writing a letter to respond to a claim with good news?
Thank you
Claim
Bad news response
Adjustment letter
4
Which of the following about instant messaging is true?
IM provides no risks to businesses
Texting and IM are replacing email for short internal comm
Only large companies use IM
It always decreases employee productivity
5
The goal of a bad news response is
assign blame to someone else
show empathy to retain good will
to use a harsh tone so they know you're serious
never ever apologize even if you were wrong
6
Which of the following sentences avoids burying a verb in a wordy noun expression?
The task force will perform an analysis of employee morale.
The board will take action on the merger on Wednesday.
We will consider your proposal at the Wednesday meeting.
We must create a reduction in employees.
7
Which is NOT part of AIDA for persuasion?
interest
attention
demand
action
8
To de-emphasize bad news, you should...
use vivid wording
place the bad news in an independent clause
use words like Although in a dependent clause
put the bad news first or last
9
The primary purpose of business writing is
To comply with government regulations
To show how smart you are
To avoid lawsuits
To inform
10
Which of the following will enhance a document's readability?
Short paragraphs of eight or fewer lines
Short sentences of 20 or fewer words
Headings
All of these
11
What is the process of converting an idea into words or gestures that contain meaning?
Encoding
Feedback
Decoding
Channel selection
12
Which is a formal research method?
Conduct an interview or poll
Brainstorming
Talking with officials
Ask a couple friends
13
Which is NOT part of the 3x3 revision process?
prewriting
informing
drafting
revising
14
Business writing should
include expressions such as totally awesome
integrate formal and complex words
use familiar words and pronouns
incorporate common texting abbreviations
15
Which of the following is writing to offer appreciation to someone?
Adjustment letter
Thank you
Bad news response
Claim
16
All of the following are reasons why business letters are necessary except ______
Sensitivity
Immediacy
Confidentiality
Formality
17
Which of the following should be organized using the
indirect
organizational strategy?
Routine requests and responses
Informational report
Orders and acknowledgments
Bad-news messages
18
E-mails that request information or respond to inquiries should be organized __________.
Indirectly
Chronologically
Quickly
Directly
19
Which of the following is writing to get a company or person to fix a problem?
Claim
Thank you
Adjustment letter
Bad news response
20
Which is NOT a benefit of the DIRECT strategy?
Eliminate need for research
Reduce frustration
Set a proper frame of mind
Save reader time
21
Which of the following represents concise wording?
At a later date
Due to the fact that
With regard to
Soon
22
Which of the following is writing to reply to a claim in the negative?
Thank you
Adjustment letter
Bad news response
Claim
23
Companies use blogs to
demonstrate ethical business practices
recruit potential employees
comply with IRS regulations
calculate annual employee earnings
24
Consequently, as a result, and therefore
are transitional expressions that can be used to _
Show cause and effect
Show chronology (time order)
Clarify relationships
Strengthen an idea
25
What is the preferred channel of communication for delivering messages outside an organization?
Email
Memo
Text message
Letter
26
Computers, wireless networks, smartphones, letters, and reports are examples of ______
Communication noise
Encoding techniques
Communication channels
Verbal and nonverbal responses
27
Direct claims should
start with a clear statement of the desired action
Not at all - you won't get a response
be used primarily in phone calls
with the indirect strategy
28
Active voice is
When the subject is the doer
Not used in business writing
Hides who does something
None of these
29
What is the best advice for proofreading a complex document?
Increase your reading speed
Read the document only once
Proofread from a printed copy
Rely only on your computer's spellcheck
30
Which of the following is not trite?
under separate cover
in accordance with your wishes
as you wish
in receipt of
31
Many employers conduct panel interviews some conduct group interviews
is an example of __
complete sentence
a run-on sentence
fragment
comma splice
32
What advice should someone follow when writing an adjustment letter
Include words like regret, fault and misunderstanding
Include information about a product that appeals to reader
Guarantee there will never be more problems
Identify the individual or department responsible
33
All are goals of an adjustment letter EXCEPT
to regain the confidence of the customer
to rectify the wrong if one exists
to promote future business and good will
to verify the honesty of a customer's claim
34
When writing to congratulate a coworker, you should
Send the message promptly
Call instead of writing
Only say congratulations and nothing else
Purchase a card instead of writing a personalized message
35
One of the best ways to present REASONS for bad news is to
Use words such as cannot, regret, or error
Quote company policy
Provide an explanation
Cite writer benefits
36
Which of the following represents positive business writing?
No employment documents—no job.
You can't work. Your documents are't on file.
We cannot let you work. No documents.
You can work when we receive your documents.
37
What should you include in the BODY (not intro or conclusion) of a claim?
A clear description of the desired action
The details justifying her claim
Threaten legal action
A goodwill statement
38
Which of the following is the
best
subject line for an e-mail message?
Public Forum
Important Public Forum Scheduled for August 15
Important Public Forum
Important – Please Read!!!!
39
Which part of the revision process should get the most time?
prewriting
they get equal time
revising
drafting
40
There is one individual responsible for implementing the new customer complaint process
uses...
Concise wording
Filler
Redundancy
Outdated expression
